Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certification
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Check Updated on: Sep 04, 2026
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics and continuous improvement | 13% | - Implement governance and compliance
|
| Configure agents and AI capabilities | 13% | - Enable AI-assisted experiences
|
| Configure representative experience and productivity | 18% | - Enable productivity tools
|
| Configure work distribution and routing | 13% | - Design routing strategies
|
| Implement channels and engagement experiences | 33% | - Configure omnichannel channels
|
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